Erica Y Valdez
Elk Grove,CA
Summary
- To obtain and foster a position where my knowledge, skills, and experience in member service may be applied. Well promoting the Golden1 Brand and image.
- Innovative professional with over 17 years of progressive experience within the sales industry, including 15 years of excellent member satisfaction and service.
- Skills to drive business growth, capitalize on new membership potential, and manage all aspects of daily branch operations.
- Quick learner, with the ability to easily grasp and comprehend a variety of concepts, methods and technologies.
- Team player/ builder that thrives in both independent and collaborative work environments.
- Proficient in computer programs such as Microsoft Word, Excel, STARS, Loans PQ, and Teller Navigator.
- Ability to perform and conduct multiple tasks in fast-paced and intense environments, while easily grasping and applying them into new ideas, concepts, methods, and technologies.
- Proactive leader with refined Business and exemplary people skills.
- Facilitates a team approach to achieve organizational objectives, increase productivity and enhance employee morale.
- Bilingual in both Spanish and English
- Willingness to assist where needed
- Perform management duties in the absence of management.
- Monitor and communicate policy and procedures with employees.
Overview
22
22
years of professional experience
Work History
Home Loans Equity Processor
Golden 1 Credit Union
Sacramento, California
07.2020 - Current
- Provided assistance to underwriters in the review process of loans.
- Conducted credit checks on applicants to determine financial stability.
- Researched customer accounts and ensured timely payments were made.
- Interfaced with external vendors such as appraisers, title companies.
- Verified borrower information including income, assets, liabilities and employment history.
- Monitored daily workflow to ensure deadlines were met for each stage of the loan process.
- Communicated effectively with borrowers regarding changes or issues that arose during the processing period.
- Maintained strong relationships with internal departments such as underwriting and funding teams.
- Reviewed documentation from third parties to ensure accuracy before submitting them to underwriters.
- Identified areas where processes can be improved upon to increase efficiency and productivity.
- Ensured proper security measures were taken when handling sensitive customer data.
- Responded promptly to inquiries from customers regarding their loans status or any other related issues.
- Reviewed loan applications, verified accuracy of information and determined eligibility for approval.
- Created detailed reports on loan processing and submitted to management team.
- Ensured compliance with all applicable regulations, laws, and guidelines.
- Assisted customers in completing loan application paperwork accurately.
Member Relationship Specialist
Golden 1 Credit Union
Elk Grove, CA
04.2002 - 07.2020
- Assist with cash management
- Inbound/ outbound calls
- Create a great work environment
- Well known by members, and have a 100% return rate
- Assist tellers in balancing on a daily basis
- Service coin machines when needed
- Promote teamwork with employees
- Discuss member concerns with staff including branch management
- Assist management when needed
- Willingness to promote marketing events in the community
- Profiling new/existing members to help in meeting their financial needs, and having meaningful conversations
- Operate 10 key calculators and TCD cash machines efficiently
- Help members become aware of the products and services we offer for their financial needs
- Complete setup and loan funding's for members
- Assist in opening and closing of the branch
- Perform member daily transactions
- Enhance Member Service while increasing branch sales goals through suggestive selling
- Promote a positive work environment
- Perform notary services when needed
- Work Golden 1 events
- Assist tellers in approval assistance
- Conduct outbound calling, and promote our product and services
- Developed and implemented customer service policies and procedures to ensure consistent customer experience.
- Researched and responded to inquiries from members regarding products, services, account information, billing issues, and other related topics.
- Managed member accounts by verifying data accuracy and processing payments, refunds, credits, returns, and exchanges.
- Processed new membership applications by verifying personal information, collecting fees and issuing membership cards.
- Provided technical assistance to members on the use of online resources such as web portals and mobile apps.
- Ensured that all complaints were investigated promptly and resolved satisfactorily within established guidelines.
- Conducted outreach activities to promote membership programs at local events and venues or through cold calls or emails.
- Prepared reports on membership trends based on data analysis of customer interactions.
- Maintained up-to-date knowledge of current products and services offered by the organization.
- Built relationships with members through face-to-face meetings or telephone conversations.
- Identified opportunities to improve customer satisfaction levels and make appropriate recommendations.
- Analyzed feedback from surveys conducted among customers to identify areas for improvement in service delivery.
- Coordinated with other departments to ensure a smooth flow of operations related to member management.
- Advised customers on product features and benefits relevant to their needs.
- Assisted in developing training materials for staff related to customer service best practices.
- Kept abreast of special savings, sales, promotions and other customer-centered events to give each customer current and accurate information.
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
- Addressed inquiries from clients and department team members.
- Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
- Responded to member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
- Utilized wide range of technical systems and company equipment to optimize operations and workflow.
- Managed continuous delivery of top quality membership support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
- Excelled in exceeding daily credit card application goals.
Education
Associates of Science - Health Administration
University of Phoenix
Sacramento10.2014
Skills
- Attention to Detail
- Teamwork and Collaboration
- Document Control
- Credit History Review
- Critical Thinking
- Research proficiency
- Research expertise
- Customer Service
- Multitasking and Organizing
- Document Review
- Interpersonal Communication
- Document Management
- Quality Control
- Continuous Improvement
- Microsoft Excel
- Paperwork management
- Discrepancy Research and Resolution
- Loan Processing
- Escrow management
- Title Examination
- File Management
- Appraisal compilation
- Application preparation
- Loan processing expertise
- Gathering appraisals
- Preparing applications
- Legal Compliance
- Pipeline Management
- Reviewing financial paperwork
- Information Verification
- Verifying information
- Processing documents
- Contract finalization
- Financial document review
References
References and Supporting Documentation Furnished Upon Request
Timeline
Home Loans Equity Processor
Golden 1 Credit Union
07.2020 - Current
Member Relationship Specialist
Golden 1 Credit Union
04.2002 - 07.2020
Associates of Science - Health Administration
University of Phoenix